Contact Centre Director

12 hours ago

Lahore, Punjab, Pakistan beBeeCustomerService Full time 8,000,000 - 12,000,000
Job Title

Call Center Manager

About the Role:

The ideal candidate will oversee forecasting call volumes and manpower needs, manage call distribution systems, and monitor customer service representative productivity.

Duties and Responsibilities:

  • Forecast call volumes and adjust staff accordingly
  • Maintain efficient call distribution by configuring telephones to distribute calls fairly among representatives
  • Make data-driven staffing adjustments based on daily, weekly, and seasonal fluctuations
  • Monitor and report on productivity metrics for customer service teams
  • Analyze data to minimize hold times for customers
  • Regularly review service calls to ensure adherence to company policies
  • Address customer complaints and provide solutions
  • Maintain accurate recorded announcements and update as necessary
  • Gather statistics on work volume for accounting purposes
  • Develop workflows, create schedules, and optimize team performance
  • Standardize processes to improve efficiency
  • Foster a positive work environment and resolve conflicts
  • Compile comprehensive reports from individual team member reports

Supervisory Responsibilities:

  • Lead team members and provide overall direction and guidance

Requirements:

  • MBA or equivalent Master's degree in a related field
  • Minimum three years of experience in contact management
  • Equivalent combination of education and experience
  • Strong analytical skills with ability to read and interpret business information
  • Excellent written and verbal communication skills
  • Ability to present complex information effectively
  • Advanced mathematical skills, including algebra and statistical analysis

Location: Lahore, Pakistan

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